How to Make a Claim on your Policy
If you’ve recently lost someone close to you, please accept our condolences. Dealing with a death in the family is one of the hardest things many of us will face. That’s why, at InsuranceLine, we have tried to make things as easy as possible for you.
Our claims process has been set up so that we can get your claims payment to you as soon as possible – usually within 24 hours of us receiving all the completed claims requirements - with as little stress as possible at this difficult time.
To make a claim just follow these steps:
1. Give us a call on 13 77 87 or email us to let us know that you’ll be making a claim. We can then help you by stopping the collection of premiums for the policy until the claim has been processed.
2. Collect together the following pieces of paperwork:
- A completed Claim Form.
- A certified copy of evidence of death (for example: Death Certificate, Medical Attendant’s Certificate)
- A certified copy of evidence of deceased’s age (for example: Birth Certificate, Passport)
- A certified copy of proof of your identity and your relationship to the deceased.
A certified copy means that the original documentation has been sighted by a Justice of the Peace (JP) and the JP has signed and stamped the photocopied documents to verify this.
3. Once you have these items, if possible, fax a copy of them to us so we can get the claims process underway. Alternatively, you can scan the documents and email them to us. Then, as soon as possible put the certified copies in the mail to us: Claims, Reply Paid 62, Carlton South VIC 3053. We will need to have the originals before a payment can be made to you.
Once your claim has been processed, if there are any other people insured on the policy, we’ll make sure the necessary amendments are made, and send a new set of policy documents.
Death and funerals are never easy subjects to discuss, yet it’s inevitable that we will all have to face them at some point in our lives.
Whilst no one wants to dwell on the subject, some understanding of death can help us prepare for its eventuality. A basic knowledge can help us cope with the practicalities associated with death, and what to do when someone dies.
Who to contact when someone dies
When someone dies at home, and where the death has been expected, the first person to contact should be the deceased’s doctor, if the doctor is not already present. The doctor will explain the steps required to get a Death Certificate. This document is important because you won't be able to make any funeral arrangements without a signed Death Certificate.
In most cases you would then contact a funeral director to ensure that the body of the deceased can be transferred to a mortuary and to commence funeral arrangements.
Where death occurs in a hospital or nursing home, generally the staff will help you and let you know what steps to follow.
If death occurs suddenly, such as when a person dies as a result of an accident, you should call the local police who will help you take care of matters. In some cases, the coroner may need to become involved. In these circumstances, it may not be necessary to call a doctor, but be guided by the police. If death occurs while overseas, it is best to contact your local embassy or consulate first.
Once the initial arrangements have been made, it’s a good idea to contact key family members and friends of the deceased to invite them to help plan the funeral. There are also a number of people and organisations who you should notify to help finalise affairs and to get you the help you need.
- Click here for a checklist which shows you most of the people and organisations you may need to contact.
- Click here for a sample letter which you might like to use to notify people and organisations in writing.
Before you start contacting these people and organisations it will be useful to try and locate some of the following important documents:
- A Will
- Birth and marriage certificates
- Property deeds and mortgage papers
- Home loan details
- Lease (legal entitlements for a rented property)
- Taxation records
- Insurance policies (e.g. home, contents, car)
- Life Insurance and superannuation policies
- Savings account details
- Any documents about pre-paid burial plots
Who can arrange a Funeral?
A funeral director can arrange the funeral for you. They will arrange for the body to be removed from the place of death. They will also usually arrange for the Death Certificate to be lodged with the ‘Registrar of Births Deaths and Marriages’, for the burial or cremation certificate, and for a viewing of the body if you wish. The funeral director can also arrange things like newspaper notices, flowers and religious services.
The Australian Funeral Directors Association can give you contact details for local Funeral Directors. You can visit their website at
www.afda.org.au or call them on 03 9859 9966 or email
info@afda.org.au
What is a Will?
A will is a legal document that sets out how the deceased’s belongings are to be distributed after their death. It may take into account:
- The likely value of their Estate
- Special funeral arrangements
- Prepaid cemetery plots
- Beneficiaries and special gifts
- Organ donation
- Appointing an executor
If a person has not made a Will, their Estate will be divided up under a formula set by law. The formula cannot take into account the person's wishes. If there are no close relatives, the Estate may be paid to the State or Territory Government.
What is the Estate?
The Estate refers to all of the deceased person’s possessions, especially all assets and liabilities left when they die.
What is Probate?
Probate is a court order issued by the Supreme Court that approves the validity of a will. The purpose of the probate process is to ensure that a deceased person’s Estate is properly accounted for, and distributed as intended.
What is an Executor?
An executor is the person chosen to carry out the deceased person’s wishes in managing their Estate. The executor of a will is responsible for distributing the person’s assets to the people named in the will as beneficiaries, after any debts have been paid.
Where you can get support – Useful links
Adjusting after someone dies is never easy, but there is a lot of help available. If you need to talk to someone, Lifeline provides 24 hour telephone counselling services on 13 11 14. For more information about the services they provide, visit their website:
www.lifeline.org.au
Your citizens advice bureau or local community information service can put you in touch with local support groups and counsellors.
Members of the Australian Funeral Directors Association also have some helpful information. For contact details of members in your area, visit
www.afda.org.au or email
info@afda.org.au
A CentreLink Financial Information Service Officer may also be able to help you. CentreLink customers may be eligible for financial assistance such as a bereavement payment, bereavement allowance or a widow allowance. For more information, contact CentreLink on 13 28 50, or at
www.centrelink.gov.au